Service Desk Agent

Are you passionate about IT support and delivering exceptional user experiences? Join our growing team in Charlotte and become the key expert who ensures our product runs smoothly in customer environments while providing top-notch support every step of the way.You’ll be at the heart of our support team, troubleshooting issues, assisting users, and making a meaningful impact each day. Whether you're an experienced professional or an enthusiastic newcomer, this is your opportunity to grow in a dynamic and collaborative environment.Your ResponsibilitiesReceiving and qualifying customer inquiries via email/ticket system and telephoneTaking on and processing tasks in 1st and, in some cases, 2nd level supportAnalyzing system malfunctions and troubleshooting themEnsuring compliance with service level agreements in our processes and guidelinesWorking closely with our neighboring departmentsWork in a shift-based schedule, to ensure continuous supportYour ProfileBackground in IT, customer support, or a related fieldExperience working with international clients and able to build productive relationshipsSolid technical understanding, especially in Windows and Linux environmentsKnowledge of SQL or Java application servers (Wildfly, Tomcat)Strong communication skills and a customer-first mindsetEagerness to learn, develop, and expand your technical expertiseConfident and fluent in English